V. MUNIRAMAIAH
Sullurpeta,Andhra Pradesh
Summary
A diligent, ambitious & accomplished professional, offering nearly 2 decades of rich & qualitative experience in Customer Service Operations, with notable accomplishments across the career; targeting assignments preferably in South India.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Asst. Manager- Customer Service
Fujifilm India Private Limited
Chennai
08.2019 - Current
- Developing Service Application for allocating calls, monitoring engineers’ attendance & tracking engineer allocated calls, completing the calls on time, collecting customer feedback, supplying spares to engineer to rectify the Printers, for clearing field travel claims to engineers.
- Managing Fujifilm Printers installed at 3000+ locations and ensure uptime of 99%
- Steering team of engineers & technicians working from different locations; hiring, training, mentoring & developing Level 1 / Level 2 technicians
- Supervising day-to-day operations, escalations, ticketing & communications with all customers & addressing clients queries
- Identifying root cause & following up with cross-teams for recommend solutions; ensuring that systemic issues have appropriate resolution paths
- Formulating key reports for management including but not limited to: service level agreements, ticket resolution & customer issues; updating & maintaining documentation associated with processes & procedures
- Communicating, motivating, and organizing projects among a broad spectrum of personnel throughout network, frequently under deadline pressure; interacting effectively with executives, engineers, vendors & peers
- Administering Technical Call Centre; liaising with Software Team for customizing CRM; monitoring pending call status & maintained TAT
- Investigating enquiry/ feedback from customers whether the complaint is genuine or not
- Attaining engineer's approvals for tour visits; vetting Engineer’s Field Travel claims
- Managing part issuance with record & cross-checking while receipt of defectives; managing on-time FSR collections
- Maintaining buffer stock; tracking wet minilab spare part leads & closures; highlighting abnormal spare parts consumption
- Ensuring consistency of AMC recommendation letters/mails/messages; discussing & convincing customers for AMC
- Driving QMS staffs for Wet Minilab parts; preparing PM Schedules & tracking PM execution
- Creating customer code on time; planning alternate methods for any escalations
Manager - Customer Support
Consul Neowatt Power Solutions Pvt. Ltd.
Chennai
04.2013 - 07.2019
- Company Overview: (Now: Fuji Electric company Limited)
- Developed Service Application for allocating calls, monitoring engineers’ attendance & tracking engineer allocated calls, completing the calls, collecting customer feedback, supplying spares to engineer to rectify the UPS & Stabilizers, for clearing field travel claims to engineers.
- Managing Consul Neowatt, Power supply products (UPS & Stabilizers) installed at 1,00,000+ locations and ensure uptime of 95%
- Developed positive relationships with customers; preserved customers & renewed contracts; approached potential customers to establish relationships; understood customer needs & developed plans to address them; resolved customer complaints quickly & effectively
- Assisted in generating new business; identified opportunities for greater profits; conducted competitor’s research
- Identified key staff in client companies to cultivate profitable relationships
- Promoted high-quality sales, supply & customer service processes
- (Now: Fuji Electric company Limited)
Team Leader- Operations
Sun Direct DTH
Chennai
06.2011 - 03.2013
- Led, motivated, scheduled/rostered team of Customer Service Executives; ensured team adhered to service level; increased productivity
- Manage call flow; maintained call quality of team; managed escalated calls; formulated & provided MIS to Manager Operations
- Implemented various work process; networked with respective work center for resolution of complaints
- Developed & maintained incident reports (any deviations in team), marked attendance, managed leaves, unscheduled absenteeism, service level & answered level, productivity & quality review, team briefing pre/post shift, transaction monitoring (Call Barging), feedback & coaching, maintain agent performance data for discussion every day, structured one to one discussion with team (documented), handling customer & client complaints, work ethics, floor activities for team motivation, take calls frequently for team motivation, manage breaks during shifts, counseling, staff retention (attrition control), team meeting (documented), training need identifications(TNI), appraisals, R&R (rewards & recognition data), team trips & so on
Team Leader, South India Process
Optimus Global Services Ltd.
AP
06.2008 - 03.2011
- Company Overview: (HO Chennai)
- Managed & motivated a team of tele callers; trained, developed & deployed a team of Senior CSA/CSAs; control attrition; reported & improved team performance levels; scheduled staff in line with expected call volumes
- Update customer information; achieved outbound calls targets; administered data; collected, collated & analyzed statistics; reported to Process Manager on daily basis
- (HO Chennai)
Territory Collection Executive
TVS Finance & Services Ltd.
AP
12.2007 - 05.2008
- Company Overview: (HO Chennai)
- Appointed new collection agencies; trained them in the areas of collections
- Collected monthly dues from customers; recovered from chronic cases of default customers
- Liaised with: Management & backend to resolve customer query, problems & grievances
- Legal firm for all cheque bounce cases and intentional defaulters
- Provided training to field executive new way to identify shifted cases
- Monitored & recommended required action for high value customers on daily basis
- Escalated fraud cases & shared business quality sourcing feedback to credit & fraud department
- (HO Chennai)
Junior Executive- Development
Margadarsi Chits Pvt. Ltd.
Chennai
05.2001 - 11.2007
- Company Overview: (HO Hyderabad)
- Managed marketing & collections; led averaging over 62% of collection against the given base
- Followed up the commitment given by customer; ensured collection of overdue and stabilized customers
- Updated daily MIS; verified receipt books on frequent intervals
- (HO Hyderabad)
Education
Master in Public Administration - undefined
IGNOU
B.Com. - undefined
S.V. Arts College
Diploma in Business Management - undefined
IGNOU
Skills
- Cross-function Coordination
- Interpersonal Communication
- Negotiation
- Visionary
- Innovator
- Thought Leadership
- Client Empathy
- Creative Problem-Solving
- Positive Attitude
- Strategist
- Analyst
- Customer Service Operations
- Process Enhancement
- Query
- Complaint Resolution
- Customer Satisfaction
- Goal Setting
- Documentation & Reporting
- TAT Adherence
- Incident Management
- Collections
- Team Leadership
- MS Word
- PowerPoint
- Excel
Certification
- ISO Audit Certificate
- Project Management program Certificate
- Agile program Certificate
Languages
English
Hindi
Tamil
Telugu
Profile Summary - Summary
A diligent, ambitious & accomplished professional, offering nearly 2 decades of rich & qualitative experience in Customer Service Operations, with notable accomplishments across the career; targeting assignments preferably in South India.
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Date of Birth: 03rd November 1974
Timeline
Asst. Manager- Customer Service
Fujifilm India Private Limited
08.2019 - Current
Manager - Customer Support
Consul Neowatt Power Solutions Pvt. Ltd.
04.2013 - 07.2019
Team Leader- Operations
Sun Direct DTH
06.2011 - 03.2013
Team Leader, South India Process
Optimus Global Services Ltd.
06.2008 - 03.2011
Territory Collection Executive
TVS Finance & Services Ltd.
12.2007 - 05.2008
Junior Executive- Development
Margadarsi Chits Pvt. Ltd.
05.2001 - 11.2007
Master in Public Administration - undefined
IGNOU
B.Com. - undefined
S.V. Arts College
Diploma in Business Management - undefined
IGNOU
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